About the Role
Our Customer Support Team delivers first-class support in a simple, effective, and timely manner to our growing Dashlane community. This role focuses on handling technical queries from customers through a wide range of channels including email, chat, phone, and social media. Queries can range from account questions, billing-related inquiries, and support from basic how-to questions about the app to more complex issues that may require escalations. We are looking for individuals passionate about helping others, interested in technology and the latest tech trends, and who have a strong background or relevant experience in technical customer support, ideally in customer-facing roles.
What else do you need to know?
- Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week).
- Rotative shifts position (Lisbon time): Morning shift (9 am - 6 pm), First afternoon shift (1 pm - 10 pm), Second afternoon shift (3 pm - 12 am), Night shift (12 am - 9 am).
Location-Specific Information
You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Monday, Tuesday, and Thursday as in-office company days for collaboration and a company-sponsored meal.
At Dashlane you will:
- Respond to B2C and B2B customers' questions rapidly and clearly, providing technical support for account/login/billing-related issues.
- Take ownership of solving a wide range of customer queries through phone, email, chat, and social media with effective probing and troubleshooting.
- Comply with and suggest improvements for ticket categorization and issue identification guidelines, adhering to Dashlane's quality standards.
- Reach for productivity and quality KPIs aligned with team goals.
- Share relevant feedback with the product team to shape the Dashlane product.
- Help update/create content for our internal knowledge base and help center.
- Test and reproduce issues to troubleshoot and help the Dashlane product team identify and fix bugs.
- Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team.
- Work closely with Level 2 and Level 3 support teams to improve product knowledge and escalate complex issues.
You will work cross-functionally with different teams such as Engineering, Development, Product, and QA.
Requirements
- You have 1 year of experience in technical customer support and; potentially with B2B customers.
- You have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company.
- Excellent spoken and written English.
We’re also looking for:
- The ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone.
- Quality-driven individuals with a passion for creating extraordinary customer experiences while helping their team achieve efficiency and productivity objectives.
- The ability to use support platforms such as Zendesk (familiarity with Slack and Atlassian is a plus).
- Experience in managing support tickets throughout the entire support lifecycle from initial inquiry to resolution.
- Prior experience working with tech teams like developers/engineers and QA.
- Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions.